A|Club missing points and no invoice
 

Hey there

I am pretty new to A|Club but am heading for silver at the moment... Most stays have posted so far. On I had to claim, but after sending the claim it posted without problems.

Now I have problems with my stay at Novotel LHR. I checked out at 5am and since they had some computer glitch, they couldn't give me the invoice. And of course the points didn't post. And without a copy of the invoice, A|Club will not to a retro claim. An email to the hotel wasn't successful so far.

Did any of you ever had an experience like that? I don't want to start writing emails and doing calls and just get upset.

You could try to go retro credit using your reservation confirmation while explaining the circumstances. The hotel should be able to fax or email a copy of your invoice though. It was their problem after all.

Let us know how you get on with this.

Call the hotel and ask for a copy of the invoice. Then forward the invoice to A club.

I had the same problem in 2 Mercure in Italy, they send me a new invoice via mail whitin 3 days.

+1

I have found this is the ONLY way they will credit the points. I had a stay at a Sofitel that did not credit and I misplaced the invoice. I contacted the hotel numerous times for the invoice to no avail. I provided my reservation information as well as a copy of my credit card statement to Accor. I was never credited the points.

When points failed to appear in my account I've e-mailed the hotel and asked them to arrange for the points to post,

It's usually successful. Once I had to send them a second e-mail.

I find this easier than completing the on-line form on the Accor website.

Not that I find the points much use,

Useless
 

First post.
I have had a paid for A Club favourite guest card for two years. Stay at Accor properties in the UK for 2-3 nights per week. Current balance over 44,000 points. Renewal notice just received but am seriously considering this due to their utter inefficiency and lack of customer care.
My invoices are sent to a central expenses dept for processing.They are out of my hands by the time I realise points are not credited . Now that Accor have moved to " automatic " points crediting at least half of their points need to be chased up. Utterly dreadful.
Accor had a summer promotion whereby an extra 2,500 points could be earned. They should have been credited by September. I got mine on December 21st after 4 e mails to the helpdesk , a letter to Accor in Hammersmith and then a letter to Accor in Paris.
Their December 2009 promotion offered triple points on stays between December 20th and 31st. Their rules stated they would be credited by Jan 21st. Surprise surprise. I e mailed them on Jan 21st and again on Jan 27th. Still no points and not even a reply.
I am now waiting with unbaited breath for the results of their 5 times January promotion.
Their problem is twofold ; a system that is not robust enough to ensure points are credited automatically and a laissez faire attitude to customer service. Anyone else received their December points yet ?

one thing I learned with Accor, when I stay at one of their hotel for business, is to always make a copy of the invoice for you before giving the original to your accounting dept for expenses reimbursement.
Regarding their new system ensuring automatic crediting of points, in my experience, it has been very efficient. All my points have been credited so far.

^

Golden rule for all FTs I hope, always keep copies of hotel bills, tickets, boarding passes etc.. Hilton points never seem to post to BD's DC programme for example, so never trust any programme to work automatically

Hi..
I need the A club customer service email id.. I have sent them 2-3 reminders with invoice and reservation conf copies for crediting my points, but they r not responding !!! The worst part is there is no way to see or reforward our mails sent to their customer service thru the website so we also hv no records of the same..
hence, if someone can provide me the email id, I can forward them my problem and hope for a quick response...
thanks
Abhi

If I were you, I would call them

Don't hold your breath
 

I have had the same problems each time I have stayed at an Accor hotel.

Because I usually book and pre pay online the room rate is not shown on the invoice at check out. So when I try and claim my points I send them the reservation number which according to their customer non-service phone persons is just not good enough.

To be honest after the cost and time sending my latest claim for 3 hotels in Thailand being further queried and requests for my credit card statements (which are a private matter) I am at the stage of giving up on A Club.

I have even had an e-mail from their ‘customer non–service’ asking ME, the customer, to contact THEIR hotels and ask for re-sends of THEIR invoices. What a joke.

Surely A Club can manage to credit points when members stay at their properties without asking their members to waste time and money chasing points?

I had exactly the same experience as you and I had to argue very seriously with the customer service over the phone that it was unbelievable to me to think that it's the role of the customer to define the format of the invoices issued by their hotel :mad: I was so upset that finally, they put me on hold for a few minutes and they contacted directly the hotel on another line to have confirmation on the rate, number of nights, etc. After 5 minutes, he came back on line and said to me that everthing was OK and that he was crediting the points ^. So OK at the end but the amount of efforts needed is amazing !

Okay, as threadstarter I should probably add my experience now ;-)

I wrote them (Novotel Heathrow) two emails, to which I never got an answer. Finally I decided to send them a friendly fax. A day later I got my invoice on the fax. I immediately send it to customer service via the web form and got my points credited within 2 hours.

Well, let's see if every 8th stay gives me that much trouble. I might just use different hotels.

My latest problem with Accor (these are actually quite few apart) was they wouldn't credit points / nights to my latest stay as my receipt showed EUR 72 outstanding (see other post in this forum), so I just sent a copy of the terminal receipt and 20 min later the points were posted :-)

I stayed at accor as part of a vacation package via a third party online travel agent, that included flights etc... and I only got an invoice for the incidentals.
I forgot to give my number at the hotel.

So i call the hotel and they wont provide me with the accommodation compnent of the invoice, only the incidentals, they tell me to call the online travel agent for an invoice...

Naturally, i still have the invoice from the online travel agent, but it is just a whole amount that includes the flights etc (ie. no accomm breakdown)... there is no way that a-club would accept that..

any advice? sigh